The C&D Hotel, the first five star deluxe hotel in Xiamen, a coastal city in China, needs to revamp its service delivery procedure.
In particular, the customer service manager of the hotel needs determine the way to compensate hotel guests for errors that have occurred during service delivery and to present her strategies for handling some recent customer grievances.
PUBLICATION DATE: January 30, 2015 PRODUCT #: W15009-HCB-ENG
This is just an excerpt. This case is about LEADERSHIP & MANAGING PEOPLE
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